Behavioural Design training for customer experience
Your customer says they are happy, and they still walk away.
How much effect your customer journey has depends on how much influence you have on the choices and behaviour of your customers. Fortunately, that can be learnt. In our two-day training you learn how to design the moments of doubt where customers now drop out.How much effect your customer journey has depends on how much influence you have on the choices and behaviour of your customers. Fortunately, that can be learnt. In our online course you learn how to design the moments of doubt where customers now drop out.
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€1,490 excl. VAT · 16 and 17 September 2027 · Amsterdam · max 16 participantsOnline · 33 lessons at your own pace · €1,190 excl. VAT
What you do differently on Monday.
- You know why customers walk away.Even when your NPS is still green, you see where the hassle is.
- You know which moments in the journey count.First use, a complaint, cancelling. That is where the customer decides to stay.
- You get colleagues behind your improvements.Product, IT and management understand the method too.
10,000+ professionals trained, including people from
It is a very helpful course to understand people better and to help design solutions for wicked problems they experience. I can’t wait to start influencing behaviour in a positive way!
Recommended! Two fascinating days where theory and practice go hand in hand. I have a very clear insight into behavioural design, which I can immediately apply in my own work.
A very interesting training. It gave me many tangible and useful concepts to use in my daily work. It was inspiring and stimulated my interest to learn more about it. I was really fascinated by the topics during the 2 days and wasn't bored one moment. It is a pleasant way of learning. Enough time for questions and explanations. Good alternation between theory and practice,
The same two days they had. Then Monday, on your customer journey.The same method, online, at your own pace.
Day 1 is about one question: why does your customer do what they do? You apply it straight away with the tools of the SUE Influence Framework©. Day 2 is about the fix. How do you make the behaviour you want the easiest choice? And how do you put AI to work on it? You go home with downloads and tools you use for your own journey, onboarding or cancellation flow on Monday. People from marketing, HR and policy sit next to you. That is on purpose.Lesson by lesson you work on one question: why does your customer do what they do? You apply it straight away with the tools of the SUE Influence Framework©. Then the fix: how do you make the behaviour you want the easiest choice, and how do you put AI to work on it? In 33 lessons at your own pace you collect downloads and tools you use for your own journey, onboarding or cancellation flow on Monday.
Need to run it past your manager first?
Forward them the brochure: the programme for each day, what you take home and what it costs. It lands in your inbox within a few minutes.Programme, outcomes and price in one place, ready to forward.
How to get your employer on board
Most participants take the training on their employer’s budget or their own training budget. The VAT invoice goes to your organisation: €1,490 excl. VAT. Open the email below, fill in three things and send it to your manager.
Six questions every CX professional recognises.
Why do customers say they are satisfied, and still walk away?
What people say and what they do are two different things. The reason they leave sits in the moments where it becomes just too much hassle.
More on designing customer experience →What does our NPS actually say about what customers will do?
A score captures a feeling afterwards. Customers decide what to do in the moment itself, and your NPS says little about that.
More on designing customer experience →How do I turn a complaint into a reason to stay?
A customer with a complaint mostly wants to see that someone picks it up. How fast and personal that feels decides whether they stay.
More on consumer behaviour →How do I keep customers who want to cancel?
People who cancel are often still in doubt. A fair alternative at that moment works better than an awkward cancellation route.
More on behaviour change →How do I get the rest of the organisation thinking about customers?
Customer thinking has to be easier than the old way of working. So design the meeting and the process where decisions are made as well.
More on making change land →How do I use AI without customers dropping out?
Customers drop out when they do not feel heard. Design the moment a bot hands over to a person.
More on working with AI →What CX professionals ask before they sign up.
I know nothing about behavioural science. Is this still right for me as a CX professional?
Most participants start without any prior knowledge. You learn exactly the behavioural science you need, and you apply it straight away to real-life examples. Afterwards you know how to use it in your journeys, research and improvements.
I have worked with customer journeys for years. Will I still learn something new?
That is exactly when it pays off. You already know where the journey breaks. The training shows why customers drop out right there. After two days you know what to change about that moment.
Who will I be in the group with?
A mixed group of up to 16 people: marketers, HR, communications, lawyers, policymakers and managers. The mix is on purpose. You see how someone from another sector wrestles with exactly the same kind of question.
Can I claim this back from my employer?
Yes. We invoice in your company’s name and the training is EQAC-accredited. That makes reimbursement easier. Need a quote or more information for your request? Get in touch.